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# Technical Customer Support Representative

- **Company:** Wi-Fiber, Inc.
- **Location:** Ukiah, CA, United States
- **Salary:** $41,600.0 - $45,760.0
- **Contract:** Permanent contract
- **Skills:** Modems, Internet Services, Internetworking, Network Troubleshooting, Networking Basics, Network Monitoring, Wi-Fi Technology, Network Routers, Computer Network Operations
- **Published:** August 4, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=6c31d7b5c287d96e

## About the Role

* Clear verbal and written communication, active listening, de-escalation, and customer education skills.
 * Ability to learn internet service products, CRM tools, billing systems, and basic networking concepts.
 * Accuracy with data entry, payment processing, scheduling, documentation, and confidential information.
 * Ability to prioritize concurrent requests, follow procedures, and recognize when escalation is required.
 * Basic knowledge of Wi-Fi, routers, modems, IP connectivity, or network troubleshooting is preferred.
 * Customer service, help desk, call center, retail, or related experience is preferred; transferable experience is considered.

## Description

The Customer Support Representative (IT-Focused) provides customer service, Tier 1 technical support, billing assistance, field dispatch, CRM documentation, and inbound sales support from our Ukiah office. This role helps internet subscribers resolve account, equipment, scheduling, payment, and connectivity questions while coordinating timely service and appropriate technical escalations.

Pay range: $20.00-$22.00 per hour. This is the good-faith hourly range Wi-Fiber reasonably expects to pay upon hire. Final pay is based on job-related experience, skills, internal equity, and business needs. Salary history is not requested or considered.

What You Will Do:

 * Respond to customer questions by phone and during in-office visits; identify needs and provide accurate next steps.
 * Deliver Tier 1 technical support for account access, equipment setup, power cycling, and internet connectivity issues.
 * Verify account and billing information; process authorized card, cash, and check payments and collection follow-up.
 * Coordinate installation, service, and maintenance appointments for field technicians and communicate schedule changes.
 * Prepare service quotes, respond to inbound sales interest, and complete appropriate customer follow-up.
 * Maintain accurate CRM records for contacts, resolutions, cancellations, technician issues, and call trends.
 * Monitor network alerts, document possible outages, and escalate issues to network operations personnel.


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